Summary

The Technical Support Lead is an essential member of the Support Team that provides real time technical guidance to team members engaging with customers, investigative research on complex issues as well as bug reports to our development team and Operations Manager when appropriate. The Technical Support Lead will also be responsible for providing outstanding service and support to our clients. Any person in this role must achieve and maintain a thorough knowledge of all Pavaso products. The Technical Support Lead will work closely with the Implementation and Training Team providing product knowledge, insight, and best practices.

Essential Functions

• Provide outstanding client service by responding to phone calls, email and personal requests for technical support in a timely manner.
• Become a SME support expert on the Pavaso platform and all Pavaso products.
• Primary point of contact for real-time guidance to team members as they encounter technical issues brought to their attention through our support channels.
• Provide investigate research for support tickets where immediate assistance may not be possible and supply your findings to the appropriate parties.
• Work closely with our DEV team by providing bug reports accompanied by your research and recommendations based on your findings.
• Ensure that your Support teammates are kept abreast of known issues that arise from feature releases, regular deployments or general discovery.
• Establish, maintain, and increase client satisfaction through professional, courteous and caring service.
• Responsible for weekly reporting to include team metrics, customer trends, issues or requests to Ops Manager.

Knowledge/Skills/Experience Required

• Must be personable, positive, and always exude leadership qualities.
• Associates Degree (preferred)
• Basic knowledge of the Mortgage Industry and the Title Industry (preferred)
• Strong troubleshooting skills and ability to follow procedure.
• Must be experienced with MS Excel and Salesforce.

Physical/Mental Demands

• At a minimum, the ability to work from 8:00 am CST to 5:00 pm CST, Monday through Friday
• Required to participate in on-call rotation, which includes nights, weekends and holidays.
• Regular consistent attendance is required, that could include attendance at after hour Company events
• Ability to accept supervision
• Possess cultural awareness and sensitivity.
• Be flexible.
• Ability to work with confidential information.
• Ability to perform under pressure and be flexible with disruptions throughout the workday.
• Repetitive and continual typing motion is required.

Sedentary work: Exerting up to 15 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting a majority of the time.  Walking and standing are required, occasionally.